Lead Call Handler

**Maritime Health Partnership**

**Call Handler Lead**

**Salary: £13 per hour**

**Hours: Full time, Permanent**

**Location: St Mary’s Island, Chatham**

This is an excellent opportunity to be part of the evolution of the future of Primary Care as we escape from the world of the traditional GP surgery receptionist and aspire to embrace new more ambitious Care Navigator role that recognises the diversity of the wider multi-disciplinary team in General Practice and can identify and steer patients to the best person to manage their health or care needs.

As Call Hub Lead you will be the main support for the Care navigation team who are the first point of contact for patients requiring an appointment at one of our Primary Care Centres in Medway, Kent.

As a key member of the first contact team, you will work in a new dedicated call HUB facility, answer calls, book appointments using EMIS web and provide a prompt, courteous service to all patients and members of the clinical team to ensure that the patient receives a first class and seamless service. You will also provide general assistance to the Practice Manager and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

As the team lead, your additional responsibilities will include:

- To support team members with administrative and clinical escalation pathways
- Be the first point of contact for patient complaints within the escalation process.
- Manage the workload between the team members on a day to day basis.
- Ensure cover of incoming patient contact between staff shift changes and breaks
- To be responsible for the rota of the team to ensure adequate cover at all times
- To monitor the performance of the team regularly and feed this back to management
- To recognise training needs and ensure training plans are put into place
- To assist all new joiners to the organisation, ensuring training is provided and they settle in well to the business
- To work alongside management to ensure the call handling team runs smoothly

**Why work for us?**

We are a supportive and caring employer, and our Senior Management Team have an open door policy which allows staff the freedom to share their views and opinions of how we operate, ask questions in relation to their own employment and terms and conditions, or to express concerns or obtain clarity on various topics.

We are creative with our approach to Primary Care and have an amazing group of staff who share our passion and commitment to do the best for our patients.

**You will require**:

- Previous 111 call handling experience or equivalent
- Previous experience of working within a GP surgery, including some knowledge of EMIS web, clinical appointment and records system
- Triage and Signposting course (desirable)
- The ability to lead a team of staff to achieve set targets and expectations
- Previous management experience (desirable)
- Ability to communicate professionally and have an excellent telephone manner
- Good listening skills, compassion and empathy.
- Willing to connect with people and arrange their care however complex.
- Ability to respond sensitively to people from different backgrounds, cultures and in challenging situations,
- Ability to work independently as well as part of a team
- Ability to prioritise workload and exercise judgement when dealing with patient enquiries/problems

It is important that you can stay calm under pressure and work well within a highly focused operation and be prepared to be a flexible member of a busy team.

**Please note that this vacancy may be closed early if a suitable applicant is found.**

**Job Types**: Full-time, Permanent

**Salary**: £13.00 per hour

**Benefits**:

- Company pension
- Employee discount
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Chatham, ME4 3EP: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Explain how you have the ability to lead a team of staff to achieve set targets and expectations ?
- Can you work full time hours (37.5 per week)?

**Experience**:

- working within a GP surgery: 2 years (preferred)
- call handling: 2 years (preferred)